Power Phrasing: Winning Word Choices for Effective Communications
There are two components of every telephone conversation – the vocal message and the verbal message. How we say something and the exact words we choose have a powerful impact on the outcome of the conversation. This session teaches the skill of choosing just the right word or phrase to send the best message. Learn how to say “no” in a positive manner by performing a “message makeover” and eliminating negative words and irritating phrases from your communication. You’ll learn to identify caller communication styles and select the best words and phrases to build rapport with your customers. The end result will be callers who leave with a positive impression of you and your company.
Seminar attendees will learn to:
- Describe the importance of selecting the right words to convey your message.
- Avoid using negative phrases and wording and replace with more positive phrases.
- Identify key phrases to work into speech to build confidence and rapport with each customer.
- Identify visual words and phrases that can be used to replace body language to demonstrate interest and support.
- Outline ways to keep a call on track and arrive at a positive outcome.
Facilitated by: Giles Potter, Director, Great Outcomes
Giles is a speaker, author and experienced Consultant, who has been providing training and development guidance for over 11 years, after holding senior roles in the financial services industry. As a Consultant, Giles has worked with Executive leaders in many of New Zealand’s government agencies and multinational corporations.
Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.
Web Seminar Cost: The cost of your first connection is $375 + GST An unlimited number of students may attend via a single web/audio connection.
Attend the nine core sessions in the Frontline Fundamentals Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.